Representative II, Specialty Collections - Military veterans preferred

Carmax (


  full-time   employee

United States


Position Description

CarMax has been a Fortune “100 Best Companies to Work For since 2005”, was awarded a 2018 Top Workplaces honor by The Atlanta Journal Constitution and ranked 6th of Atlanta’s top 25 large companies, and Training magazine’s “Top 125 Training Companies” since 2008. Our culture is built upon the values of respect, integrity and transparency, and we live these values every day in how we treat our Customers and our Associates.

Under limited supervision, responsible for obtaining new/confirming existing contact information, as well as receiving calls and/or making outbound collection calls to customers who have accounts with CarMax Auto Finance that are past due up to charge off. Ensure that the customer is fully educated on account status, policy/procedures and options available to cure their delinquency.

Take incoming/make outbound collection calls to customers and convince customers to make payments/cure outstanding past due balances on their account or surrender vehicle.
Verify customer information on account is correct and update as necessary.
Educate customers regarding their account, interest accruals, late fees, credit reporting, charge off, payment options and account management options.
Utilize on-line systems and other resources to perform skip trace work on customers to establish contact or the possible location of the vehicle.
Select and submit accounts for repossession review.
Process customer payments via inter-company computer systems.
Annotate accounts in company database to document interactions with the customer, vendors, etc.
Understand and adhere to company policies and procedures, including collection policies/laws.
Work with other departments/personnel where necessary to resolve customer issues.
Perform above functions within department expectations/metrics.
Participate in one on one meetings with supervisor, department meetings and Compass Impact Planning session.

Position Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Strong attention to detail.
Ability to work independently and with little supervision.
Ability to multi-task in a high energy and fast-pace work environment.
Ability to embrace change with a positive outlook.
Speak and listen effectively with CarMax customers via phone.
Strong problem solving and negotiation skills.
Ability to tolerate stressful interactions with customers.
Work a flexible schedule to include evenings and weekends.
Apply a common sense understanding to carry out detailed written or verbal instructions and ability to deal with problems in standardized situations.
Complete CarMax provided training as required.
Understand and adhere to company policies, procedures and collection laws.

High school diploma.
6-12 months of late-stage collections experience.
Basic computer knowledge.
Basic typing skills including minimum speed accuracy requirements.
Microsoft Office Suite experience.